重庆招聘

职位描述：

Job # 986674
Locations China, Wuxi
Job families Services (engineering)
Teams Applications and services

Standard job title: Technical Advisor

Job posting title: Windows Support Engineer Wuxi

The position will be reporting to CSS Asia Business ITPro/Broad Commercial team and represents Microsoft to provide technical support to Microsoft Enterprise Customers across the global and Greater China region with the high customer satisfaction.

The candidate will also be responsible in leading a sub-team of supplier engineers in delivering world-class technical support; improving the technical quality of the support group by organizing and delivering readiness program; process design and implementation; addressing internal or external technical escalations; junior engineers mentoring & coaching; operations scorecard tracking to ensure world-class service delivery.

Main Responsibilities:

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1. Customer Issue Resolution & Responsiveness

- Drive the communication with the customer to ensure the customer has confidence on problem resolution provided by Microsoft.

- Define and understand the customer issue by creating the adequate reproduction scenarios.

- Research, troubleshoot, develop and implement a workaround (if needed) and gain agreement from customer on problem resolving.

- Internal escalation

2. Effective Communication & Collaboration

- Identify the right resource to collaborate with for tough & political hot problem.

- Collaborate with cross-group peers both proactively and reactively.

- Produce quality documentation and share with the appropriate team members and tech lead as appropriate.

3. Training & Readiness

- Identify current knowledge deficiencies/training needs, as well as potential future needs.

- Act as a subject matter expert (SME) to build readiness content and develop training (in applicable regions).

- Make effective technical presentations, both internal and external.

- Work with your manager, as appropriate to assess your own core competencies and identify current knowledge deficiencies/training needs, as well as potential future needs.

- Work with your manager and Tech Lead (where appropriate) to develop a comprehensive personal/technical development plan.

- Implement your development plan, actively seek development opportunities, and complete all scheduled training.

- Meet with your manager to assess and adjust the plan as needed to match mid- and long-term career plans.

- Mentoring and coaching junior members

- Build up senior member’s pipeline

4. Operational Precision

- Adhere to published queue or call back schedule as necessary.

- Use appropriate documentation and utilization and / or labor tracking methods to account for time.

- Manage and prioritize your workload while keeping team members and management appropriately informed.

- Participate in ad-hoc projects per management request or business need.

Qualifications:

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1. Bachelor or Master Degree in Computer Science, Electronic Engineering or equivalent experience with minimum of 5 years IT experience and demonstrate aptitude for providing superior customer service in politically charged environment.

2. Excellent communication skills, collaboration skills, self-motivation and must have a strong team spirit.

3. Good verbal and written English skill is a big plus;

4. Strong analytical logic and problem troubleshooting skills.

5. In-depth understanding of Microsoft Windows Server/Client, System Center and Security related products/technologies.

6. In-depth understanding of Windows Client products, Server Products (including SBS Server) Setup and configuration.

7. Strong experience in Network, Active Directory, Virtualization (Hyper-V, VMWare experience), Storage related experience (EMC, IBM, HP SAN Storage admin experience, SCSI, iSCSI, NAS) and Microsoft failover.

Microsoft is an equal opportunity employer and supports workforce diversity.

Microsoft is an equal opportunity employer and supports workforce diversity.

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微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
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